‘An absolute mess’: Ubank apologises for app issues blocking people from their accounts

A ubank spokeswoman said that the company was aware of an issue over the weekend that temporarily prevented a number of customers from accessing its app while overseas.

“We would like to apologise for the inconvenience caused to those travelling overseas and confirm the app has been fully restored along with online banking,” she said.

Other customers have also raised issues in recent weeks with an “upgrade” process being undertaken by ubank as it completes a merger with neobank 86 400. National Australia Bank bought neobank 86 400 in January last year in a $220 million deal, aimed mainly at acquiring its technology platform and mobile banking systems and allowing ubank to improve its offer to a younger demographic.

As part of the integration with 86 400, ubank has been migrating all its accounts in phases, meaning customers have received new BSB, account numbers and debit cards, and they have been told to download and use a new banking app.

A ubank spokeswoman said since the merger in May was implemented in May, about 130,000 existing customers have been “upgraded”.

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Clay Phipps, a pilot who lives in Japan, said his account had recently been migrated to the merged platform. However, when he tried to log in on the new ubank app and on a browser, both attempts failed, and he was locked out of his account despite having the correct password.

When he tried calling ubank, he waited on hold for more than 40 minutes each time.

“I just gave up and hung up,” he said. “It’s just been a complete screw-up. They’ve locked so many people out of their accounts by doing this, and I have a substantial amount of money in the account.

“As soon as I get access to the account I’ll be taking all my money out and putting it somewhere else,” said Phipps, who has been a customer for a decade.

Renee Andrews, a nurse from rural NSW who had been an ubank customer for ten years, said issues during the “upgrade” process had worried her so much she had taken almost all of her money out of her ubank account.

When her account was moved to the merged platform, she tried to log into the new app, but it didn’t work. She spent more than 90 minutes on hold before she was able to get through to someone who helped her regain access to her account.

“I finally got access to my money and I just moved it all to another bank that I’m with,” she said. “I was over it.”

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